etalk's Qfiniti Explore Garners Speech Technology Excellence Award
DALLAS, April 11, 2006 - etalk, a leading provider of contact center products and services, has received the 2006 Speech Technology Excellence Award from Customer Inter@ction Solutions magazine for Qfiniti Explore, etalk's advanced speech analytics application. The 2006 Speech Technology Excellence Award recognizes companies that have developed innovative speech technology solutions to help improve the bottom line.
etalk's Qfiniti Explore offers the industry's only speech analytics solution that enables call centers to have a true understanding of conceptual data that occurs within the contact center, specifically the conversational dialogue that happens between a customer and an agent.
Datamonitor Analyst Tom Pringle says speech analytics is an essential tool in the quality monitoring space.
"Contact centers who record customer interactions potentially possess a wealth of information about their customers, from buying habits to reasons for calling," Pringle said. "Employing speech analytics tools allows this information to be unlocked and used to improve the quality of interactions, create revenue-generating opportunities and reduce unnecessary call volume."
Customer Inter@ction Solutions editors stress the growing prevalence of speech analytics technology.
"Speech technology is becoming more prevalent - not only in telephony-based applications, but also in hand-held computers, kiosks and mobile applications. The 2006 Speech Technology Excellence award winners give their customers a competitive advantage over contact centers failing to embrace speech solutions," said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Inter@ction Solutions.
Unlike other providers speech analytics solutions, which are either speech-to-text or phoneme based, Qfiniti Explore does both. What's more, the application enables searches of conceptual data, to deliver real information to companies about issues such as customer attrition and sales drivers. Qfiniti Explore is embedded with Intelligent Data Operating Layer (IDOL) technology developed by parent company Autonomy. IDOL is used to reign in "unstructured" information, or information that resides outside of databases.
"Qfiniti Explore enables organizations to gather recordings based on the context of the subject matter, which provides a larger pool of relevant information than ever before," said Scott Shute, President and CEO of etalk. "While we know that Qfiniti Explore is revolutionary, it is thrilling to be recognized for delivering superior speech technology."
The award goes to companies that demonstrate that the product is both innovative and a leader in the burgeoning speech technology industry. etalk has proven its product is of high quality and is superior in its speech application, according to the magazine editors. The Speech Technology Excellence Award winners will be announced in the April 2006 issue of Customer Inter@ction Solutions magazine.
About etalk
etalk, an Autonomy Company, is a leading provider of contact center software and services that helps global, multi-site companies understand their customers and deliver outstanding service. Through 27 offices worldwide, etalk provides a unified, scalable, and centrally managed enterprise platform for call recording, quality monitoring and speech analysis to some of the world's premier companies, including 35 of the Fortune 100. etalk offers the only technology to actually understand the communication a business has with its customers, automatically delivering relevant and accessible customer intelligence. For more information, go to www.etalk.com.
About Autonomy
Autonomy Corporation plc (AU.L) is a global leader in infrastructure software for the enterprise. Autonomy's technology powers applications dependent upon unstructured information including call center, customer relationship management, knowledge management, enterprise portals, enterprise resource planning, online publishing and security applications. Autonomy's customer base comprises more than 1,000 global companies and organizations including, among others, BAE Systems, Ford, Ericsson, Shell, Nestle, AOL, BBC, Reuters, Hutchison 3G, Royal Sun Alliance, Sun Microsystems, Philips, Boeing, Schneider Electric, Coca Cola, GlaxoSmithKline, Citigroup, ABN AMRO, Deutsche Bank, Nomura, the New York Stock Exchange, Daimler Chrysler, Kraft Foods, Lloyds TSB, the U.S. Department of Homeland Security, the U.S. Securities and Exchange Commission, NASA and the U.S. Department of Energy. Strategic reseller and OEM partners include leading companies such as BEA, Business Objects, Citrix, EDS, IBM Global Services, Novell, Veritas, Vignette, Supportsoft and Sybase. The company has offices worldwide. Autonomy and the Autonomy logo are registered trademarks or trademarks of Autonomy Corporation plc. All other trademarks are the property of their respective owners.
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